I received a customer service message yesterday to notify me that Mastercard had alerted Starling to the fact that my card details may have been compromised.
I was advised that if I kept the card it may impact my liability in the event of further potential loss, in line with Starling’s T&C’s.
I was asked to get in touch if I have any further questions, which I did right away.
I am yet to receive any response and to be honest the in app message looked and sounded fairly rushed and unprofessional. I say this as the message was labelled “Card Dispute” when it’s a possibly compromised card; the fact that the line “your details may have been compromised, following spend at a retailer.” which is not proper English and also the use of forum emoji code such as :point right: was used which doesn’t work via chat.
Secondly what if Starling was my main bank account!? I now have to wait until the 19th for new card to be sent out and would have no access to purchasing online or transactions over £30.
Starling being touted as a travel card must be a joke surely!? What if I was abroad with no way to get a replacement card sent to me? (Not all countries have widespread adoption of Apple / Google Pay!) Would I have to carry on with my potentially compromised card worrying that with any fraud that happens I will now most likely be liable for it? I find this totally unacceptable.
I think Starling has totally dropped the ball here; I know that it’s a serious matter but such a stern response essentially saying cancel my card and if I don’t the liability shifts to you not us does not seem to be from a bank that has customers experience and interests as key.
Also the message doesn’t even mention how to cancel a card in app or the fact that you can use Apple or Google Pay before the new card arrives. I’m guessing you assume that a customer would know that!?